Courtyard by Marriott Cleveland University Circle — Hotel in Cleveland

If you are a Bonvoy Elite or other high volume status, I strongly recommend that you make your reservation somewhere else. The current management team strictly enforces local rules around making a room cancellation under 24 hours prior to check in. They will charge you FULL price for a cancellation and you have to waste time making several phone calls to Bonvoy to get documentation for an expense report. Few in the off-shore customer service office seem to understand that you can’t put $179.99 for a hotel on an expense report without documentation. They keep referring you back to the hotel, who can’t generate the receipt either. But that’s another issue unto itself…adding salt to the wound!||The cancellation fee will not appear on your Bonvoy app in the “receipts” area. ||When you reach out to Bonvoy they will refer you back to the hotel as each location has local authority on enforcing policies. YOU will NOT be granted an exception as a frequent traveler if your plans change at Courtyard University Circle.||While in principle, the “We treat all our guests the same when we enforce our policies” may be noble - it is not practical for heavy business travelers whose plans can change in an instant with less than 24 hours notice prior to check in. ||In twenty plus years of business travel, and a range of 75-125 nights per year on the road, I can be incredibly loyal to the locations that treat me like a welcome family member. You get to know the front desk team, restaurant servers, and even the housekeepers. You return to a location again and again because they understand how hard it is to be on the road and away from family and recognize a small favor (like waiving a cancelation fee, or awarding points for dollars spent on an empty room, or allowing you to use the cancellation fee as a credit for a subsequent reservation) goes a long way with a frequent traveler. It is literally the first and ONLY time a location didn’t choose one of these three options||To simply charge the $179.99 and treat your frequent travelers like a kid being singled out in a class of naughty second graders, is Penny wise and pound foolish for this location. ||I know I will not go back. I hope you...

If you are a Bonvoy Elite or other high volume status, I strongly recommend that you make your reservation somewhere else. The current management team strictly enforces local rules around making a room cancellation under 24 hours prior to check in. They will charge you FULL price for a cancellation and you have to waste time making several phone calls to Bonvoy to get documentation for an expense report. Few in the off-shore customer service office seem to understand that you can’t put $179.99 for a hotel on an expense report without documentation. They keep referring you back to the hotel, who can’t generate the receipt either. But that’s another issue unto itself…adding salt to the wound!

The cancellation fee will not appear on your Bonvoy app in the “receipts” area.

When you reach out to Bonvoy they will refer you back to the hotel as each location has local authority on enforcing policies. YOU will NOT be granted an exception as a frequent traveler if your plans change at Courtyard University Circle.

While in principle, the “We treat all our guests the same when we enforce our policies” may be noble - it is not practical for heavy business travelers whose plans can change in an instant with less than 24 hours notice prior to check in.

In twenty plus years of business travel, and a range of 75-125 nights per year on the road, I can be incredibly loyal to the locations that treat me like a welcome family member. You get to know the front desk team, restaurant servers, and even the housekeepers. You return to a location again and again because they understand how hard it is to be on the road and away from family and recognize a small favor (like waiving a cancelation fee, or awarding points for dollars spent on an empty room, or allowing you to use the cancellation fee as a credit for a subsequent reservation) goes a long way with a frequent traveler. It is literally the first and ONLY time a location didn’t choose one of these three options

To simply charge the $179.99 and treat your frequent travelers like a kid being singled out in a class of naughty second graders, is Penny wise and pound foolish for this location.

I know I will not go back. I hope you...

Lacking any sense of empathy or willingness to help!

I made a reservation two days ahead of time, for my son who was interviewing at a nearby educational institution. Calling the day before I learned that the minimum check-in age is 21 years old, even thought they have a discounted rate with the educational institutions. I used the link provided by the school, and through making the reservation, never encountered an age limit. In fact, when delineating between adult and children, the line is 18 years old.

I was told first by the desk clerk, and then a manager, that he would not be able to check in. I ended up speaking with the General Manager (Dan Trejbal), who told me that there was no way around the policy and that he would be happy to cancel the reservation for me. Here I am stuck with a reservation for my son in another town and no place to stay. He told me that the age limit was hard and on the website. I suppose he tried to be gracious in saying that he would cancel the reservation without penalty as long as it was done by that night - so a day of leniency. But no effort to actually try and help me. The impetus seemed to make the room available for future reservations ASAP.

Given that this is the hospitality industry we are talking about, let me offer an alternative Dan could have chosen - he could have said something to the effect of "I am sorry! I do not see a way around this policy, but am happy to at least not burden you with the additional stress of a penalty. There are a couple of other hotels that do have an 18 year-old minimum age limit. They are X and Y, and let me get you their numbers so that you can call them. In the meantime, I will hold onto this reservation, in case there is someone who is 21 years old who could take over his reservation. Why don't I give you an hour or so to check on your options and I can call you back. If you are able to secure things, please call us back and ask for me by name."

I would urge that next time Dan take a path of empathy and willingness to help. I am sure that his staff also would find it...